Characteristics of a Process

James Womac’s Definition

·         Value creating – No waste *

·         Capable – of being consistent – less fluctuations in outcomes

·         Available – when needed

·         Adequate – capacity must exist

·         Flexible – should accept variations and self-correct

·         Flowing

·         Pulled – triggered by the customer

·         Leveled – not many highs and lows

Waste

·         Defects

·         Overproduction

·         Waiting

·         Non Utilized Creativity of People

·         Transportation

·         Inventory

·         Movement and Motion

·         Extra Processing

Personal / Brand - Tone of Voice

Danger Sign # 1: Arrogance. 

Choose opposite of arrogance : CONFIDENCE!  

Arrogance WILL create and it WILL get attention BUT it WON’T attract or keep a loyal following.

 

Danger Sign #2 : Hype. 
Choose the opposite :AUTHENTICITY!  
You can make a LOT of impact with hype but the truth will inevitably emerge.  
Danger Sign #3: Opinion ( Presenting your judgment as fact. 
Choose opposite : EXPERTISE.  
Expertise (opinion tempered by experience and fact) has a far greater appeal and “staying power.”  

Of course it takes a significant amount of time and effort to develop expertise.

Issues in Service Companies April 2011 Survey

 

9          Ineffective recruitment : motivation, culture, knowledge

9          Lack of empowerment and teamwork                       

8          Over-focus on transactions and new customers ( no relationship: old customers)

8          Performance Measurement System                

7          Complaints are hassled : best avoided : no recovery mechanism

7          Poor fit of people with customers and technology    

7          Problems with service intermediaries             

5          Reward systems                                             

5          Poor communication across units and branches         

4          Vague, undefined service design                   

4          Service standards are not customer driven    

4          Internal marketing program is absent             

3          Service design not linked to positioning        

3          Standard Operating Practice (SOP) not defined       

3          Inadequate customer education                     

3          Poor horizontal communication : sales  operations  communications

2          MOT not reported “upstairs” : Management is remote from MOT

2          Servicescape does not meet either customer needs or employee needs

2          Demand and supply not matched. Inappropriate customer mi

1          Inadequate market research                           

1          Poor Job design                                              

1          Customers who lack knowledge of their roles and scripts

1          Customers negatively impact each other       

1          No attempt to manage all communications in a consistent fashion

1          Overpromising in ads, personally and physical evidence

0          Maintenance of Servicescape not planned     

0          Each communication is independent : no coordination